I think either the preamp or the cartridge have problem.
I suggest you to connect the right phono cable(the one with sound) to the left input in your preamp(phono input) and the left to the right. If there is sound from the left but no sound from the right. Then the is a problem with the cartridge.
If there is no sound from the left and sound from the right side, then the problem is in your preamp.
I suggest you to connect the right phono cable(the one with sound) to the left input in your preamp(phono input) and the left to the right. If there is sound from the left but no sound from the right. Then the is a problem with the cartridge.
If there is no sound from the left and sound from the right side, then the problem is in your preamp.