Is the message "Unable to take a capture now" displayed at the top-left of the screen?

With some software, screenshots and video are fully or partially restricted in certain circumstances.

Have you reached the maximum amount of captures?

There is a limit to the number of screenshots and videos that can be saved.

Is your controller connected to the console?

Check if other buttons can be used. If not, please see here.

If the above does not lead to the issue being resolved, it's possible that the controller's Capture Button is not responding correctly.

Please contact your local customer service centre.