There can be multiple reasons for not being able to access your VM via Remote Desktop depending on the error you are getting.
If you are getting an error like: "The terminal server has exceeded the maximum number of allowed connections error" then please see here for a possible solution:
https://help.blacknight.com/entries/22911562-the-terminal-server-has-exceeded-the-maximum-number-of-allowed-connections-error
Other possible causes for errors might be:
# A firewall on your computer or network is blocking the RDP port
The default RDP port is 3389 and a local firewall might be blocking you from accessing this
# A firewall on your VM is blocking the RDP port.
The following might help you with that:
https://help.blacknight.com/entries/22936026-how-do-i-modify-my-firewall-on-my-cloud-vm
# Your VM might be down.
If all other services on the VM are also not working then this is the most likely cause. You can try restarting it through the cloud control panel perhaps, and\or accessing the console itself under Virtual Machines > vm name > Overview > Console
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