First, ask the Help Desk to check that your remote desktop is working in the first place. If it is, then continue to the next section.
DIY Troubleshooting in 3 Steps
The Mac remote desktop app has a track record of being unreliable. It'll work perfectly for months, and then Microsoft or Apple will release an update for it that will break all sorts of features and stability.
Since Mac/Apple-based computers and applications are not supported by the Help Desk, here's the three best troubleshooting steps we can recommend.
If your organization supports using a browser-based Remote Desktop, please make sure you're using that instead of the Mac remote desktop app. Additionally, if you're using Safari, try using a different browser.
If your organization supports using the remote desktop app, make sure your remote desktop app is the most recent version. You can always check for and download the most recent version here.
You can delete your current remote desktop settings and create a new setting by clicking the little '+' sign, and use the settings located in the HELP link located on your organization's remote portal (remote.DOMAIN.org, where "DOMAIN" is the part of your email address between the "@" and the ".org").
- Hit the red x in the top left and this connection will be saved
- Double click on the new connection you made and you can begin the remote desktop connection which may involve clicking run/install/open/next/trust, etc.
Make sure your Mac's operating system is the most recent one. This goes beyond what we are able to support or advise and may be a question best left for the Mac 'Geniuses' at the Apple Store.
If issues persist, a good long term solution might be to request a work-issued laptop.