Over 380,000 people affected by autogate glitch at BSI CIQ Complex

Straits Times

20-07-2025

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SEPANG - Over 380,000 foreign travellers were affected at the Bangunan Sultan Iskandar (BSI) Customs, Immigration and Quarantine Complex in Johor over two days due to the technical issue that disrupted autogate systems.
Malaysian Border Control and Protection (AKPS) Director-General Comm Datuk Seri Mohd Shuhaily Zain said at a press conference at the Kuala Lumpur International Airport Terminal One that as of July 19 night, all affected systems have been restored.
'As we speak, everything is already up and running. 100 per cent. We deeply regret this incident occurred. The MyIMMS system, which should have been integrated with an international authoritative body, had connection issues causing delays in the checking process,' he said.
He added on July 20 that the root cause is being investigated from all angles, including the possibility of a cyber attack.
'At this time, we do not think so, and I do not want to create any perception that could worsen the situation. For now, let us do our work to find out what happened,' he said.
When asked if any action plans will be implemented for future issues, Comm Shuhaily said they were limited to the current infrastructure.
'The most we can do is open all manual lanes. One method we implemented in Johor was to inform everyone about issues so they can better plan or postpone their travels.
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'That's the best we can do to reduce the volume of people entering the country,' he said.
The breakdown had started at about noon on July 18, and involved more than 200 autogates nationwide as foreigners were unable to use the autogate facility.
Malaysian passport holders were able to utilise the autogates without any issues, however.
The affected gateways nationwide included Kuala Lumpur International Airport, BSI complex connected to the Causeway and Johor's other land checkpoint at the Sultan Abu Bakar complex (KSAB).
The AKPS on July 19 said a data integration issue caused the disruption.
The agency said all manual immigration counters were activated and additional manpower was deployed.
Johor works, transportation and infrastructure committee chairman Fazli Salleh said he had spoken to the Immigration Depart­ment director-general about the issue.
'It appears the glitch is linked to the Interpol screening system used for foreign nationals. We've never experienced a breakdown of this scale before,' he said.
At the BSI complex alone, there are 39 autogates for exits and 29 for entry, while the Sultan Abu Bakar complex connected to the Second Link has 12 in operation. THE STAR/ASIA NEWS NETWORK