Tape Drive is Going To Offline Mode

Hello Experts,

We are using NBU 7.0, on Master and Media.

OS:-Windows:2008 R2 Standars

We have upgrade the Tape library firmware version to BlueScale 12.6.3 and drivers firmware version to D8D5. We can see the driver firmware version D8D5 in Tap library console but in Symantec Netbackup console it still showing older version C7RD. After the firmware upgrade IE11 Tape library drives going offline frequently, and we are working with Hardware vendor to fix, is there any requirement to Log a Case with Symantec regarding the same?