I had a look over this issue and it seem like the support team has to reset the events in Mt Pyric, i talk with both elders but nothing happens later and i dont get the orbs.

Hello, thank you for reaching out and I'm sorry for the inconvenience this may have caused.

Examining the entrance will allow the player to enter the hideout, on the condition that it is the current point of the story, that is right after completing Mt. Pyre's Magma Encounter and receiving the Blue Orb and Red Orb. Furthermore, it is not possible to return inside once the hideout has been completed.
The Magma encounter ends after seeing the event with the two leaders and Jackson at the very end of the summit and speaking with the old man.
If you interacted with the entrance at the right time in the story, can you please send the screenshot of what the old man says, if you are still on that part of the story?

Looking forward to your answer.