It sounds like you have a bad defrost board or defrost sensor.
Will the unit defrost on its own?
If you take the panel off and find the defrost board, there is two pins labeled test or speed up.
Take a screwdriver or something and touch these two pins together with the unit running in heating and hold it for about 10 to 15 seconds to see if it will go into defrost. If it does then the board is OK.
Next you need to check to see if you have a coil sensor by looking on the board at the wires you will see that the wires are labeled on the board. Two of the wires should be labeled either coil or sensor.
Some of the sensors are thermistors and some are switches.
If it is a switch then you can disconnect the two wires and put a jumper across the two terminals labeled coil or sensor and with the unit running in heating and touching the speed up pins together and holding it for a few seconds and if it goes into defrost you have a bad sensor.
If it is a thermistor you can’t do this because you need a certain ohms resistance across the terminals, it won‘t hurt anything if you do jump the two terminals, it just won‘t go into defrost.
If no sensor then you have a timed defrost you should see a jumper wire and some pins labeled 30 - 60 or 90 meaning minutes. If the jumper is on 90 then move it to 60 or 30 and see if this will help this board also has the speed up jumper. With the unit running in heating by touching the two pins together it should go into defrost, if not the defrost board is bad.
If the board checks out OK then you also could be low on refrigerant.
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