There are a number of potential situations, that as the site administrator of a site using Mollom, you may occasionally experience. Sometimes, a questionable post may slip past Mollom's filters on to your site, though our statistics indicate this happens but rarely. Occasionally, you may have a user complain that Mollom rejects his comments outright; this is sometimes due to the IP being used by the user being blacklisted by a spam protection clearing house. And, occasionally, your site may not interact with Mollom's backend network properly, requiring technical support intervention.
When seeking support for what you believe to be a Mollom-related problem -- either spam has been improperly posted to your site, or a "good" comment has been rejected -- the first place to start is by leaving a support request at mollom.com/contact. The information you provide there is automatically filtered to our support tracking system, and various members of the Mollom support team will correspond with about your issue.
When you initially post about your support issue, be sure to mention the URL of the site in question, and provide details about the type of CMS (e.g., Drupal) and its version. Also provide information about what Mollom client is in use on the site, and whether any additional caching modules, accelerators or proxy servers may be in use. The Mollom support team may ask for your site's public and private keys, your username on Mollom.com, or other information.
To track down the circumstances involving the classification of a specific post, you'll need Mollom session ID information, recorded in the Drupal log by the most recent versions of the Mollom Drupal client (some older versions of the clients did not record this information, which will make it almost impossible to track down Mollom's interaction with a specific comment).
As an example, here are several examples of what Mollom recorded in the local Drupal log about comments it categorized as "spam":
Example 1:
Array
(
[post_body] => radiation africa continues
[author_name] => raedanafrica
[author_mail] => raedanoafrica@example.com
[author_url] => http://some-webaddress-we-don't-want-to-publicize-here.aspx
[author_ip] => 65.212.213.40
)
Result:
Array
(
[spam] => 2
[profanity] => 0
[quality] => 0
[session_id] => 100730eba6dfd59ed3
)
Example 2
Array
(
[post_body] => absolute frozen against references
[author_name] => holtjksl
[author_mail] => holtjksl@example.com
[author_url] => http://some-webaddress-we-don't-want-to-publicize-here.aspx
[author_ip] => 65.212.213.40
)
Result:
Array
(
[spam] => 2
[profanity] => 0
[quality] => 0.014
[session_id] => 100730fd9aea5a7de0
)
Note: Names, email addresses and ip addresses have been modified in the above example.
In regard to tracking down Mollom's disposition with individual comments, the logged information above is absolutely essential. Unfortunately, not all content management systems have robust logging tools, and the information recorded in those logs (where they exist) may not be standardized since the clients are written by different developers. Even within the Drupal community, only the last several iterations of the Mollom client has included all this information for each comment processed.
Regardless, if you think you may have an issue with Mollom that requires troubleshooting, please contact support at http://mollom.com/support.
