No products in leads (Bitrix 24)

We have an online store, it works on OKAY CMS, and CRM - Bitrix 24.

In leads that fall into bitrix, there are no products inside. But not all of them, but somewhere around 95%. What it depends on, we do not know, somehow randomly everything happens - some leads with products inside, some without (most).
Perhaps the problem is that our CMS (OKAY CMS) is Ukrainian and is no longer supported. We need to solve this problem.