You can try the following:

1. Completely shut down your phone or tablet.
2. Restart your phone or tablet.
3. Update Google Play/iOS if asked.
4. Relaunch the TurboTax mobile app and try it again.

If you need further assistance, use the following link to contact customer support.

https://support.turbotax.intuit.com/contact/

These steps you suggest do nothing!  Apparently the app is not coded to pull data from the W2's uploaded in the "documents folder", making it worthless!

The "Documents" area is just cloud storage, that you can store tuff in for reference purposes.

Just enter your W-2 in the normal matter in the tax  preparation section of the software....either with a separate "import", if your W-2 provider has an import link, or by entering it manually, typing in the data from your paper form.

But you've probably done that already.