Partner Guide

This document is available in Spanish and French.

Introduction

This document answers common questions regarding the Geotab Integrated Solution for Hino. Our goal is to support you, the Partner, by providing the essential information related to this solution.

Which vehicles are eligible for this solution?

Region: US, Canada

1. Built-In Solution (2022 Model Year and beyond)

To confirm eligibility, please ensure your Hino vehicles are added to the Hino Ultimate Portal. Vehicles not visible in the Ultimate Portal may not be eligible. To confirm you can reach out to Hino directly at ultimatesupport@hino.com

You can check for eligibility on the Vehicle Eligibility page:

How do I activate this solution?

Step 1: Register Geotab as a TSP on Hino Ultimate

You need to register Geotab as a TSP (Telematics Service Provider) on the Hino Ultimate Portal. You receive the credentials for the Hino Ultimate portal when purchasing a truck. If you do not have the credentials, kindly reach out to ultimatesupport@hino.com

After you have the credentials, follow the steps below:

Step 2: Register third-party devices on MyAdmin

You need Geotab third-party device serial numbers to use this solution with MyGeotab. Follow the steps below to order third-party serial numbers from your MyAdmin account:

Step 3: Add devices in MyGeotab (S. No. & VIN)

Add a Single Device

To add a single device to your MyGeotab database, do the following:

Add Multiple Devices

To add multiple devices to your MyGeotab database, do the following:

Step 4: Using the Solution

To learn more about the built-in reports, rules, and exceptions you can explore with telematics data, refer to the Product Guide. For more information on subscription plans, see the Data Set document.

Frequently Asked Questions (FAQs)

Billing

Will I be billed by Geotab or Hino?

While the solution uses the Hino embedded telematics device, all billing will be done by Geotab.

How do I choose a rate plan for the device?

MyAdmin provides subscription plan options in a dropdown menu during the order process. For more information on subscription plans, please check the Data Set document. Pricing is available in MyAdmin under Billing > Rate Plans.

When does billing begin?

Billing begins when the device is added to MyGeotab and starts receiving data from Hino. The solution is billed at the end of every month (prorated).

Managing Hino Devices

How do I identify Hino devices in MyAdmin?

You can see your Hino devices in MyAdmin under Devices > Device Management. Hino devices’ serial numbers start with “FV”.

Can I use the ‘Replace with new device’ function in MyGeotab?

GO devices can be replaced by OEM devices by using the Replace with new device option in MyGeotab. The Replace with new device option can only be used when moving from a GO device to an OEM device, it cannot be used to replace an OEM or third party device with a new OEM device.

! IMPORTANT: To update an OEM or third party serial number, the older OEM device must be terminated in MyAdmin, and unplugged in MyGeotab using the Unplug device > Keep Active option. Once unplugged, the new OEM serial number can be added on the asset page using Add device > Save new asset option.

How do I terminate a Hino device?

Hino devices can be terminated from MyAdmin by following the standard device termination process. Identify your devices under Devices > Device Management. Use the filter options, as required, to narrow the search results. The table displays search results in real-time. Select a device serial number to edit the device information. Under the Details tab, select Terminate. The devices will be terminated on MyAdmin. After this step is complete, we recommend that you remove or archive the devices from MyGeotab as well.

What happens if I terminate a Hino device in MyAdmin?

Billing stops as soon as a device is terminated. To ensure complete termination, remove the device from the MyGeotab database or make it historic.

Can I reactivate terminated devices?

Terminated OEM serial numbers cannot be used again. To reactivate a vehicle, please repeat the procedure in Step 1 and Step 2 to register and add a new device.

Does standard Geotab Warranty or RMA Policy apply to Hino devices?

Geotab Warranty and RMA Policy do not apply to Hino devices. As the hardware belongs to Hino, their policy for hardware warranty applies.

Getting Help

I cannot see device data on MyGeotab, what are some initial troubleshooting steps I can perform?

Here are some preliminary troubleshooting steps you can perform as a Partner:

1. Check if the serial number prefix is correct (FV). If not, terminate the device and start the process again.
2. Review the device information on MyGeotab to make sure its VIN was added.? If it was not, please add it.
3. Confirm with the Customer that the vehicle has been moving.

Who do I contact for support?

As a Partner, if you have used all applicable troubleshooting resources, always contact Geotab, rather than Hino, for support.

How do I contact support?

If you have an issue that requires technical support, contact Geotab Support. Make sure to specify the category as Third-party telematics device and provide both serial number and VIN as part of the issue description. If Geotab Support determines that the issue is not related to a Geotab service, we will refer to support material provided by the hardware partner. If required, we will escalate the issue and work with you on a resolution.

It has been determined that my device does not work. What should I do?

The factory embedded hardware is covered under the OEM vehicle warranty. If your device does not work, go to an authorized Hino repair center for evaluation.

Resources and Contact Information

To learn more, refer to the MyAdmin User Guide. For questions, contact your Partner Account Manager.