I believe InGear is a communications package so it might be a clue.
EDIT:
http://www.ingeardrivers.com/
I like what you said earlier.
Get your boss to get you in touch with the software vendor.
You are stuck without them. Tell the boss that. It is not your problem at this point. It is not your fault. Boss may scowl and grumble, but do it sooner rather than later. You may have been asked to do something that is beyond your ability, and again, that is not your fault. Often times, the boss knows he has to pay some vendor big bucks for support so he will throw a person he is already paying at the problem and hope to get lucky.
This is what I call jumping over a dollar to save a dime. In many cases the dime was a mirage. how many man hours did you waste? I am not saying YOU wasted them, it is almost always okay to spend a certain amount of time trying on your own, and it is often impossible to tell when you have hit that "certain amount".
Calling for help was one of the toughest lessons for me to learn. I used to hate doing it, and it used to make me uncomfortable. Now, it feels like knocking the badminton over the net and going off to do something useful while the responsible party is held to the fire. It is painless once you get used to it, and much more productive. Being more productive is a good thing.