1. Make sure the customer is not covering the top of the Tag with their hand, etc. and that they are in a wide-open space with an open view of the sky.
2. Have the customer power cycle the Tag.
3. If this doesn't help, have the customer hard reset the Tag by holding down the power button for 30 seconds.
4. If this doesn't help, have them power on the Tag and pacing it about 30-50 feet from the Base and just setting it down. Don't move it for about 5-10 minutes. Sometimes this helps get a GPS lock in a location that doesn't' have a strong signal.
If all this fails, might be time for Warranty.