PDF name changed on download to number

Several clients are complaining that when they download a PDF from our website, the name is changed from (for example)
"document_title.pdf"
to
"1.pdf"
Are the underscores a problem?
I can't go to every client and ask what system, what Reader, what Browser. I guess what I would like to know is if you have faced this problem before, and what the cause was.
I of course advised them to make sure all software is updated, but often clients don't want to hear that...
I have no problems, and have tested the downloads in latest versions of
Safari
Opera
Firefox
Chrome
IE9
Firefox windows
Chrome windows
I suspect the name is simply being stripped, and the system is inserting the one (no nameless files allowed?)
But why would the name be stripped?
Thanks for any suggestions

How are they downloading?
If (on Windows) I right-click on a PDF link and select Save Link as... or Save Target as... the original file name will always be kept.
If they open the PDF with some 3rd-party previewer, then use Save, anything is possible.

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PDF name changed on download to number

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