We have just upgraded from Sitecore 8.1 update 4 to Sitecore 9.0 update 2. Almost all the functionalities are working. We have an issue with one url. When I tried to access the URL below, I got the Layout not found error.


Here are few things I tried.

  1. Opened the page in experience editor mode - Page is opening in Experience editor mode.
  2. Checked weather item is published or not - It's published.
  3. Opened the item in preview mode from Presentation tab > Preview - The layout for the requested document was not found was shown
  4. Renamed the item to customer-care-support-new. - New URL is working.

I have searched for customer-care-support in entire solution. But didn't find anything.

Has anyone faced a similar issue or have suggestions to resolve it?

Your help is appreciated.

  • Have you tried renaming every word in the item name, e.g. to customer-test-support or to customer-care-test? It looks like some specific setup of your app site/item/device resolvers...
    – Marek Musielak
    Commented Feb 13, 2019 at 11:36
  • @MarekMusielak I tried with the name you have suggested. The page is loading with those url.
    – PaRsH
    Commented Feb 13, 2019 at 11:51
  • 4
    Can you switch Sitecore desktop to web database and see if there is a sibling item in web database with same name or display name?
    – Marek Musielak
    Commented Feb 13, 2019 at 12:00
  • Yes, you are right. I had a folder called 'customer care support', deleted it and it worked. I have found out that, Sitecore 9 started adding hypen to url if it contains the space. That was causing issue after migration. Thanks for the help Genius.
    – PaRsH
    Commented Feb 13, 2019 at 12:58
  • Marek, you should add your comment as an answer. The hyphen/space angle is key here! Commented Feb 13, 2019 at 13:17

1 Answer 1


This may happen when you have a sibling item (e.g. folder or item without a layout) with the same name or display name.

Be aware that Sitecore replaces hyphens to spaces when it tries to find an item in the tree, so if your url is customer-care-support you have a sibling with a name customer care support next to your customer-care-support item, you can never be sure which item will be resolved.

It's very important that you never have items with the same name under one parent node - it will only cause issues, trust me.

There may be a case when you had item with the same name, you published it and then removed from master database, but never unpublished that item. Best always have a quick check in your web database if there aren't any trashed left.

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