Hi. Welcome to justanswer.
Have you tried running all the cleaning processes present under Maintenance tab?
Once you click this link below(CLICK HERE)A file will automatically get downloaded. Check your download section, a file named ELSINORE.SCREENCONNECT will be present. Just open that file so that I can connect to your computer.
Let me know if you face any issue in starting the remote desktop session
Are you using Windows computer?
Just press Ctrl j simultaneously from your keyboard and it will open a list of files.
Do you see that list?